Senior Manager, Product Support

Senior Manager, Product Support

Lead the Customer Support and Workforce Management teams to ensure service level agreements (SLAs) are met while continuously improving operations and customer experience.

What You’ll Do

• Own daily operations, ensuring consistent performance during peak volume.
• Reduce volume at the source through data analysis and cross‑functional collaboration.
• Lead escalations end‑to‑end, driving fast resolution and addressing root causes.
• Build and evolve QA & performance programs to improve service delivery.
• Coach teams to improve first‑call resolution (FCR), customer satisfaction (CSAT), and overall performance.
• Improve customer retention through high‑empathy, high‑competence interactions.
• Own workplace‑force‑management strategy: forecasting, scheduling, and capacity planning.
• Lead with empathy, building a high‑performance, high‑retention culture grounded in ...